PartsInMotion Reviews 1,125

The human touch makes the difference, in this case, Claire who was a gem.
I had a few issues with the order coming from a Scottish Island.
She sorted it and her communication was first class.

Have used PIM for a number of years and for service and prices and the fact you can speak to someone, they deserve every star of the 5 I have given on this occasion.

I’ve used PartsInMotion a good few times - usually very good, especially for quick turn around. My last order had some issues which I thought are worth sharing here.

To get to the point - I strongly suggest that if you need to return an unused item from PartsInMotion, that you do the following:
- Take several picture of the entire package (preferably before you even open the shipping plastic bag) - photograph specifically any damage to the outer box
- Do not open any sealed boxes to inspect items yet. If there are no seals, inspect items thoroughly and photograph, repacking exactly as they arrived (ie orientation of part in box)
- Contact support. Share photos and ask them explicitly (do it via email for a paper trail):
— Whether you should open any sealed packages to inspect items (bearing in mind their terms and conditions say seals must be intact for returns to be accepted - so how can you inspect?)
— How the item should be packed for return (ie let them say just send it back in the packaging it came or advice extra packaging material be used)
- Follow any reasonable instructions they give on packaging
- Take photographs of the item packaged ready for return. Weigh it if you have the option
- Don’t use dodgy corner shops etc - take it to a Post Office or Royal Mail depot (reduces risk of someone replacing your expensive part with a bottle of water while it sits in the shop’s back room for a day awaiting collection)
- Obtain proof of postage

Here is why you should do this -

I ordered an alternator and another item from PartsInMotion. I ordered around 12 PM and paid for next day delivery. At 6AM the following day, DHL informed me they could not deliver the next day due to an ‘unforeseen issue’ (I suspect this was due to the barcode on the postage label being unreadable due to very faded printing).

I advised PartsInMotion before the item arrived that it was no longer required as I needed it that day. I got a positive response inviting me to return the item with a paid-for Royal Mail label. All very simple so far…

When the alternator arrived I was surprised to see it had just been shipped in its box wrapped in grey plastic. Anyone who has purchased any car part will know they come in a box with a bit of packing paper - not really suitable to survive rolling around in the van, but I guess ‘most’ parts arrive OK so they are presumably comfortable with it. As instructed, I just put the Royal Mail label on and returned it. I didn’t unseal the item (their terms and conditions explicitly state seals must be intact for the return to be accepted).

PartsInMotion contacted me a few days later to say the alternator’s connector was damaged and provided photographs showing this. No photos were taken of the item before it was unsealed or showing the state of the box. They said they would not issue a refund and said I should have inspected the item. I would have to collect the item within 7 days (from Exeter - an 8 hour round trip).

I contacted customer services who were initially resistant to assisting me (I guess they get lots trying it on, returning old/broken parts), but upon reviewing the ticket and hearing my account, decided to refund me on this occasion. My interpretation is that everyone acted in good faith and it’s just an unfortunate instance that the company stands a much better chance of resolving with their couriers and suppliers than I would…

My advice to PartsInMotion:
1) Review packaging - heavy parts with plastic connectors such as alternators are obviously going to get broken in a courier’s van. Put packing chips in the box and/or put the box into a stronger box if it’s a bit ropey (alternator boxes are designed to store the items in a stock room, not last mile shipping)
2) Ensure your label printers aren’t printing faded or distorted barcodes
3) Review your internal return procedure, T&Cs and returns policy. If you require customers to inspect unwanted items before returning, tell them explicitly what this inspection entails in any tickets. You must remove the requirement for seals to be intact otherwise your T&Cs are unfair as the part cannot be meaningfully inspected. Since you provide the return label, you are the shipper so you have to handle any damage caused Royal Mail - your customer cannot complain in these circumstances to RM.
4) Perhaps your RMA workflow could include having the customer take pictures and have an agent approve them before returns are accepted? You have a baseline to judge damage against then
5) Take photographs of incoming returns before unwrapping them for transparency. Inspect immediately after and take photos of any damage (so photo metadata can be relied upon for any complaints)

Ordered a water pump, which arrived next day. It was defective, informed the company and they dealt with the matter appropriately and speedily. Well done (Ryan).

Utterly awful experience on this occasion.

Ordered front D&P's, they were sent, sadly by FedEx. Fedex attempted delivery, failed as i was at work, tried the next day, Failed as i was at work, both occasions I left a note on the door to ask them to leave them by the front door, not done on both days even though I have CCTV watching my property and the attempted deliveries.

Tried to contact FedEx, over 4 days absolutely no communication and I could not alter the order via there awful online system, just would not let me communicate with anyone at all.

Contacted Partsinmotion, They refused to ask FedEx to leave them even though they have asked before..

After speaking with 5 different people at Partsinmotion, which is very frustrating as they all come out with the same script even though I explained each time the issue, they were all awful at trying to resolve the problem, contacting FedEx and chasing the delivery and each time getting the same response, "we tried to deliver it today", but using the same photo as the first attempt, and in the photo there were parcels by my front door for me, but still FedEx refused to leave them.

I know they didnt try again as my CCTV picked up no further attempts than the two.. so FedEx lied continually saying they attempted delivery each day after the first two attempts.

Finally got through to another at partsinmotion who finally got what I had explained, but it did take for me to say " just cancel the order, ive had enough now for them to do anything, they cancelled the order and said they would resend them..

Then the next day I was told, the pads are in stock and have been posted, but the discs are no longer available, so another waste of time and a refund on the discs....

So once the pads arrive there be going back also as i wanted matching branded discs and pads....

So in total nearly two weeks of waiting and wasted communication time....

Sadly due to this i won't opt to use partsinmotion again...

1, because they will only send heavy items by FedEx and out of all the deliveries I get there by fare the worst.

2, because Partsinmotions handling of the whole situation was completely dreadful...

3, Time & money wasted because of incompetence.

I've used them before and Ive never had a problem, but somethings changed from what ive experienced, and it's for the worse....

I ordered parts with them amd chose next day delivery with DPD. Up to now no parts have arrived. Also no tracking number. I have emailed Parts in Motion 3 times with no response or reply. I have also left a live chat message and still no response. And it says they respond back within 2 hours.
They are quick to take your money but do not even reply to assist when there is no delivery a week on.
Very poor for such a highly rated company.

Unbelievable service , not only on price and postage but if they can't supply the part they give the manufacturers part number so you can look elsewhere. They give you the link for eBay to save you time. If in the event of a faulty part and you used a vat registered garage they invite you to claim and following confirmation they will pay the labour cost. Where do you get that service. I will only use this company.

I have used Parts in motion many times now and their service has been second to none. Great prices, great service. I recently bought a pair of Rear Shocks but after 5 months one of them died. I was refunded within a couple of days. The communication was excellent.

Excellent communication throughout purchasing to delivery, with thorough checks on suitability to vehicle which avoids returns and general inconvenience. A professional outfit.

Following a recommendation, I used Parts in Motion on Monday circa 11.30am and the parts arrived 9.40am on Tuesday. Couldn't ask for better service especially as the parts weren't available from anyone else within three days.
First rate service and without hesitation will use them again.

You offer next day delivery which is great as almost every seller does, however you use a courier that does not work weekends and that's bad. Ordered my wheel bearings on a Friday at approx. 7:30AM(to fit over the weekend so I'm not without my car for work). Paid extra for next day delivery. You where quick enough to take my cash but there is nothing on your website stating your courier does not work weekends and no other courier choice.
Yes my items have arrived (3 days later) and look great but i could have paid normal delivery service and got these parts on this same day. Stop misleading customers and update your website to explain your courier is bad and maybe offer a different courier service for weekends so the customer has a choice.
EDIT.... changed form 1 to 4 stars, Customer services contacted me to help resolve my issue. Very professional in there approach and I'm satisfied with the outcome.

Purchased an NRF compressor via their Ebay store in December. It seized in July. I tried contacting them through Ebay, but messages judy aren't going through. So I emailed. Zero reply. So I chased it and copied in NRF. No reply from either. So I've had no choice but to buy a replacement at my own cost.
Awful service.

They emailed to say I had to pay £44 delivery costs if I wanted my order of one wishbone delivered. I stay in Orkney and I know delivery for some very large items can cost a bit more and take longer but charging £44 for one wishbone means they were either trying to profiteer or else they use a courier that was profiteering. I opted for a refund but it is still a nuisance.

Very poor customer service,no part suplied,eventually agreed to a refund.

Considering I only ordered the parts I needed on Sunday of a bank holiday weekend, they arrived on the Wednesday.
Only one negative. The parts were coming from two different sites, which was not indicated on the order confirmation.
Customer service very good.

Great communication and very friendly staff.

Had a small issue with my order, which was dealt with super fast and great communication and a replacement part sent in days, absolute fantastic service, will definitely use again.

So this company does hold great stock for anything you could possibly need (even parts for 1999 rav 4s) I received my item next day as stated on the listing (ebay) I was a bit sceptical that it would arrive in time but I was wrong. The item turned up in great time and a quality product. There was a slight issue but I contacted these guys and they resolved the issue in no time at all. Great communication and excellent prices on quality parts. Highly recommended.

I have used Parts in Motion many times and had a good experience however one part has failed within 10 months of install and they are now refusing warranty.

They have tried their best to confuse the situation as much as possible and now refuse to send back the failed item so i can chase warranty with the manufacture directly.

Very poor experience with their warranty team refusing to call me back to discuss.

Unless your buying consumable items AVOID !!

Good service, purchase of BMC A-Series spin-on oil filter BFO4077.

Thanks.

Very bad company! Stay well away. Took my money over a week ago and never delivered the part!!! Keep palming me off with... the courier must have lost it. 255.00 down and no means off paying me back. Best bit the courier contacted me today to say they never received it